Get to Know Agentforce Sales Coach
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the value of Agentforce Sales Coach for your business.
- Understand the out-of-the-box features of Agentforce Sales Coach.
Get Sales Coaching with Agentforce
Sales teams continually face new challenges. A sales rep leaves, and the team scrambles to cover until a new hire is up to speed. An inexperienced sales rep needs support for a negotiation with a new customer they’re struggling with. Managers just don’t have the time to review every deal and give every seller the 1:1 coaching they need.
Good news: Salesforce now offers a solution that helps managers and sales reps alike. Agentforce Sales Coach provides deal-specific, personalized feedback to sellers on their messaging and customer communication. It provides:
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Autonomous, on-demand coaching: Reps can receive guidance anytime, without needing a live coach.
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Pitch practice before meetings: Sellers can rehearse their pitch and get tailored, actionable feedback based on the deal and its current stage.
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AI-driven role-play scenarios: Reps can practice tough conversations with a simulated “customer” or “buyer.”
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Personalized feedback on role-plays: Reps can improve their approach using insights specific to their deal.
With Agentforce Sales Coach, sellers can sharpen their skills and close deals more effectively.
Managers can benefit from Sales Coach, too. Given the fast-paced world of sales, often managers can’t give the 1:1 coaching reps want or need. They also can’t have full knowledge of every single deal being worked on. There just isn’t enough time! The Sales Coach agent can process all the data and be available anytime—it has infinite knowledge for every opportunity—so the manager can use Agentforce to scale.
Agentforce Sales Coach gives every rep a dedicated coach to guide them through each opportunity, and ultimately close more deals. At its simplest, Sales Coach helps your reps work through questions and objections before they even get on the phone.
What Does Agentforce Sales Coach Include?
Agentforce Sales Coach comes out of the box with prebuilt topics, actions, and prompt templates to help you get started quickly. Here’s what’s included in every agent.
Feature |
What It Does |
|---|---|
Topics |
Using topics allows you to group actions together into functional jobs to be done. This helps limit the agent to only using relevant actions for the topic at hand. |
Actions |
Each topic includes a specific set of actions an agent can complete. You can customize an action, using natural language instructions. These instructions help guide the agent on which actions to take or what questions to ask for clarification. |
Instructions |
Instructions describe what your action does and when to use it in a conversation. |
Prompt |
A prompt is a natural language query that tells the large language model (LLM) what you want to do. It could be a question, statement, response, or a detailed set of instructions. |
Prompt Template |
Prompt templates are used to create prompts. They include placeholders for specific details about customers, products, and more. Each time a prompt template is used, it merges the data to create a unique, personalized prompt, which results in a personalized response. They’re reusable, and a key part of a scalable AI implementation. |
Prompt Builder |
This is the tool you use to create and manage prompts that integrate generative AI into workflows, particularly within CRM systems. |
Each of these features allows the agent to properly coach sales reps. Here are more details about them.
Topics
Topics allow admins to group actions together into functional jobs to be done. This helps limit the Sales Coach agent to only using relevant actions for the topic at hand. Currently there are three prebuilt topics.
- Sales Coach Agent: Opportunity Coaching
- Sales Coach Agent: Negotiation/Review Role-Play
- Sales Coach Agent: Proposal Quote Role-Play
The Negotiation/Review Role-Play and Proposal Quote Role-Play topics allow your Sales Coach to simulate a customer in the Role Play scenarios for your sales reps. They’re preconfigured with a description, scope, and instructions that are informed by best practices for those scenarios.
The Opportunity Coaching topic allows your Sales Coach to provide feedback to a rep after a role-play or pitch practice scenario. Again, it has preconfigured Descriptions and Scope and has related Actions that give feedback to reps based on best practices for four Opportunity stages: Qualification, Needs Analysis, Discovery, Proposal/Pricing, and Negotiation/Review.
Each of these supported opportunity stages has a prompt template that aligns and provides the LLM with stage-specific criteria to look for. In the Prompt Builder (see following example), you can review the criteria for each prompt template to determine what CRM data your Sales Coach agent has access to and what stage-specific questions your agent expects the sales rep to answer.
Actions
Each topic has a specific subset of actions that the Sales Coach agent can choose from. You embed each topic with a set of natural language instructions to guide the agent on how it chooses which actions to run or what clarifying questions to ask.
Prompts
Prompts are natural language queries that tell the LLM what you want to do. A prompt can be a question, statement, response, or a detailed set of instructions. While the agent is getting instructions on what to do during role-play from Topics and Instructions, the actual feedback that the agent is generating is driven by the prompt. The prompt has the grounding data, evaluation criteria, feedback format, and so forth. Feedback is driven by the prompt.
For more information about each of these features, check out Agentforce Sales Coach Topics, Actions, and Prompt Templates.
Required Features
To set up and customize your Sales Coach agent, a few features are required.
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Agentforce: Used to configure and manage agents.
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Einstein Generative AI: Used to power your prompt templates and guide the LLM to generate feedback for the sales rep.
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Agent Studio: Used to configure topics and actions, power the agent, and equip it with the ability to role-play and generate feedback.
- Data Cloud: Used to host files and support retrieval-augmented generation (RAG). For more on RAG, see Retrieval Augmented Generation: Quick Look.
To sum it up, Agentforce Sales Coach uses AI-generated feedback to coach sales reps. The feedback is populated based on different criteria, the first being the stage the opportunity is in. Each opportunity stage has its own specific prompt template full of stage-specific questions. Then those responses are analyzed with cross-references to CRM data if available. That’s a long way of saying the feedback the Sales Coach agent gives is specific, relevant, and easy to understand.
Now you know what Agentforce Sales Coach is and how it works. Next up, learn how to set it up so you can start helping your company’s sellers be at their best.