Learn About Agentforce for Public Sector Solutions
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how Agentforce helps public sector agencies simplify and accelerate common tasks and processes.
- Describe how Agentforce works in your Public Sector Solutions org.
Before You Start
Before you start this module, consider completing this recommended content.
A New Era of Government Efficiency
As government agencies strive to deliver essential services, maintain regulatory oversight, and address challenges in their communities, the need for operational efficiency has never been more important.
Constituents increasingly expect personalized support, prompt service, and faster resolution. Unfortunately, limited resources, siloed systems, and manual processes hinder the ability of many governments to improve and adapt.
For years, Public Sector Solutions has been instrumental in helping government agencies worldwide overcome these hurdles and improve service delivery. Agencies can use a combination of intuitive digital tools, automation, online portals, and loads of helpful features to simplify their work. Public Sector Solutions modernizes and enhances common processes, including licensing and permitting, benefit management, investigative case management, and many others.
Now, Agentforce is taking this digital experience to the next level, helping your agency increase productivity and reduce administrative roadblocks—all through the power of agentic AI.
In this module, you explore how Agentforce enhances government operations and helps agency employees provide essential constituent services with speed and accuracy.
Agentforce for Public Sector Solutions
Agentforce for Public Sector Solutions is a set of prebuilt, role-based AI skills designed to improve everyday government workflows. Agentforce does more than just generate a well-written email. Skilled agents use your Salesforce data to complete tasks on their own and give your team important information when they need it.
With the help of Agentforce agents, your staff can focus less on tedious, routine tasks, and spend more time on impactful agency processes and strategic decisions that require a human touch. Users ask questions or give instructions in plain language through a conversational interface, and the agent provides relevant and immediate assistance based on those inputs.
As you learned in the Agentforce Basics module, an Agentforce template helps you quickly set up an agent that’s tailored to industries and use cases.
Each agent contains topics, which define what the agent can and can't do. These topics include a set of related actions that provide instructions for the agent to do its work. Topics and actions integrate with your existing apps, data, and business logic. They also make use of powerful Salesforce automation capabilities, such as prompt templates, flows, Apex, and API integrations.
With the Agentforce for Public Sector Solutions add-on, you get templates, topics, and actions that you can use to create agents with the required skills to complete a specific job. For example, agents can reduce the many repetitive, time-consuming tasks associated with complaint resolution, talent recruitment, and compliance management. You explore these prebuilt topics and actions in the next unit.
You can also use these prebuilt components as a starting point, and then expand your agent’s functionality to achieve specific goals. Depending on the scope of your agency’s work, you can also combine prebuilt and custom topics and actions to build versatile agents that can assist in multiple situations. Agentforce Builder simplifies configuration with no-code tools for defining agent behavior, guardrails, policies, and service models.
Agentforce is built upon the Salesforce Platform and Data Cloud to ensure agents’ responses are grounded in accurate, up-to-date org information, and the Einstein Trust Layer prevents large language models (LLMs) from retaining sensitive constituent or agency data. To learn more about how Public Sector Solutions protects your government data, view the Understand Compliance in Public Sector Solutions article in Salesforce Help.
With AI agents supporting your team, you can deliver services faster, better support constituents, and reach your agency’s full potential. In the next unit, you discover the prebuilt agent templates, topics, and actions that make this possible.