Learn About Agentforce Public Sector

Learning Objectives

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

Explain what Agentforce Public Sector is.
Describe the current challenges that governments face and how Agentforce Public Sector addresses those challenges.
Discuss the government-focused solutions that Salesforce offers.
Explain how Agentforce 360 and Data 360 enhance efficiency and information management.

Before You Start

Before you start this module, consider completing this recommended content.

Agentforce Public Sector: Quick Look

A New Era of Service

Government agencies around the world are navigating a period of profound change in how they operate and serve the public. To overcome budget constraints, staff shortage, digital skills gaps, and inefficient legacy systems, agencies are exploring modern, digital solutions to consolidate, automate, and digitize everyday processes.

A government building surrounded by image bubbles illustrating different public sector agency services.

Agentforce Public Sector is at the forefront of this massive shift. Built on the Salesforce Platform, this unified system transforms the way government agencies work and engage with constituents.

In this badge, you explore the many organizational and operational challenges that public agencies face today, and how Agentforce Public Sector addresses them across every level of government and for every role.

First, go over the several challenges that prevent governments from reaching their full potential.

Challenges to Meeting the Mission

Operationally, governments are experiencing rapidly shifting priorities. Various crises, such as natural disasters, disease outbreaks, and public health emergencies force agencies to take on new and different responsibilities and deliver services with unprecedented agility. Legislative initiatives and public ballots frequently reshape how and how much agencies are funded, so efficiency is an ongoing priority. Agencies increasingly must collaborate with one another across sectors to carry out essential functions.

Current technology isn’t helping: Outdated IT systems and processes remain a persistent challenge for many agencies. The effort to modernize existing government platforms is often costly and inefficient, and rarely succeeds in breaking down data silos or simplifying fundamental complexity. Amidst escalating cybersecurity threats, government systems must also operate in highly regulated conditions that safeguard constituent privacy, which contributes to information isolation and inflexibility. Many agencies are interested in adopting new technologies, such as AI, but are unsure how to implement them strategically, securely, and within compliance.

Then there are workforce challenges. Now more than ever, government agencies must constantly recruit and upskill employees in response to policy shifts, high turnover, and increasing retirements. Digital transformation drives up demand for tech-savvy government workers in cybersecurity, systems integration, administration, and user experience. Unfortunately, legacy HR systems and processes slow down essential talent recruitment and hiring, leading to staff shortages and long wait times for jobseekers.

Meanwhile, constituents experience the impact of these challenges as well as present their own. They demand the same level of customer service they receive in the private sector, such as 24-7 access to services, connected services across agencies, and transparency into processes and decisions. They also worry about how agencies use and store their private data.

The good news is that Agentforce Public Sector addresses these challenges by reimagining what a government platform can do.

What Is Agentforce Public Sector?

Agentforce Public Sector is a set of prebuilt apps and data models specifically designed to meet the needs of all types of government agencies. It also includes specialized business logic, automation tools, and AI to remove administrative roadblocks, simplify government workflows, and enhance constituent experiences. It helps agencies achieve greater efficiency, while also future-proofing operations for continuous digital innovation.

Here are the key benefits of Agentforce Public Sector.

Digital-first: Agentforce Public Sector consolidates data from disparate sources into a single source of truth, helping employees to deliver faster, more personalized, and transparent services.
Flexible and scaleable: Seamless desktop and mobile experiences paired with powerful analytics help maximize productivity and make data-driven decisions.
Automated and AI-ready: Integrated AI and automation help staff achieve unprecedented speed and efficiency, and ensure consistent, intelligent support during every interaction and task.
Trusted, secure, and compliant: Mission-critical processes and sensitive data are safeguarded within a secure and compliant platform.
Fast implementation: With a rapid deployment model, you can implement prebuilt apps and data models within a matter of weeks, achieving immediate results while maintaining operational continuity.

So what makes a Salesforce digital solution so well suited for public sector work?

For government agencies, Salesforce puts the constituent at the center of your digital transformation. The tools and technologies within the cloud-based Salesforce Platform help agencies accelerate service and engagement with the community. With a 360-degree view of your constituents, including accounts, contacts, and profiles, staff can provide more effective and personalized service. They can also quickly view each constituent’s relationships, past interactions, applications, and other relevant information.

Along with capturing constituent data, data models store and organize information about your agency’s services. For example, you can easily track all your social programs, associated goals, and benefit management through connected objects. This underlying, connected data powers the Agentforce Public Sector apps and AI agents that you explore later in this badge.

Your system also helps you to connect with constituents. Employees and constituents can communicate and collaborate in the channels they use, whether that’s an Agentforce Public Sector desktop app, mobile app, or web portal. Build intelligent applications and processes using time-tested, automated workflows, and low-code and no-code tools.

As with all Salesforce products, Agentforce Public Sector is ever-evolving, and you can be sure you’re getting the most cutting-edge technologies built by experts to further empower your agency.

Plus, Salesforce is a net zero company achieving 100% renewable energy for all operations. By choosing Agentforce Public Sector, you can do your part to mitigate the global climate crisis and make the world a greener place.

The Public Sector Ecosystem

Agentforce Public Sector is part of a broader suite of Salesforce products designed for governments. Take a moment to explore these products, which work directly alongside your Agentforce Public Sector apps and data models.

Agentforce Government Cloud is a dedicated, securely partitioned instance of the Salesforce Customer 360 platform for meeting rigorous security, compliance, and data residency requirements. With an Agentforce Government Cloud license, you can adhere to strict government mandates for data storage in the United States, European Union, and elsewhere. To learn more about how Agentforce Public Sector helps you reach high standards for compliance, visit the Understand Compliance in Agentforce Public Sector Help article.

Missionforce is built upon Government Cloud to serve US defense, intelligence, and aerospace agencies. It brings AI, data, and cloud technologies into the core operations of these organizations, including personnel support, logistics, and supply chain management. Built-in analytics also help decision makers surface key insights to help fine tune agency performance. To learn more about Missionforce, visit Salesforce for Defense and National Security.

On top of this powerful combination of platform, apps, and data, Salesforce offers industry-leading AI and data integration capabilities. Learn more in the next sections.

Agentforce 360 for Public Sector

As AI increasingly improves productivity across companies and industries, public sector agencies are at a crossroads. How do you implement this powerful technology to become more efficient with limited resources? How do you keep constituent data safe and compliant?

Agentforce for Public Sector is an AI solution built for government agencies that works alongside your apps and data. It helps agency staff to deliver services faster and remove administrative roadblocks that slow down everyday workflows. Agentforce Public Sector includes prebuilt, role-based AI skills that complete tasks and give your team important information at the appropriate time through an interactive interface.

For example, you can use AI agents to source and screen candidates to accelerate hiring and resolve complaints. You can also identify compliance violations by using agents to compare inspection findings to relevant laws, policies, and regulations. The Salesforce Trust Layer ensures that constituent information is never shared with large language models (LLMs).

To learn more, visit the Agentforce for Public Sector Trailhead badge.

Data 360

Data management has long been a constant challenge for government agencies. As time goes on, many agencies suffer under the weight of an ever-increasing array of disconnected systems and data sources. Wouldn’t it be great if you had a fully centralized platform for all your operational data?

With Data 360, transform your org into a truly comprehensive system of record by quickly connecting and harmonizing data from external systems. By unifying all your agency information, you gain comprehensive reporting and metrics and surface valuable, actionable insights.

To explore Data 360 in more detail, visit the Data 360: Unlock the Value of Your Data Trailhead trail.

Up Next

In this unit, you scratched the surface of Agentforce Public Sector and learned how it helps agencies clear obstacles and realize success. Next, learn why this solution is the correct platform for every level of government and every user.

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