While working with agents in Salesforce, there are various types of agents with distinct capabilities. We can only deploy some of them in the Salesforce org so that Salesforce users can use them, while others can be deployed on external sites, such as community sites, for external or end users.
In this Salesforce tutorial, we will learn about the different agents in Salesforce, their roles, where they can be deployed, and the Agentforce Employee Agent and Service Agent in Salesforce.
What are Agents in Salesforce?
In Salesforce, an Agent is an AI assistant who interacts with customers to provide support, resolve issues, or assist with inquiries through various channels. When the user asks an agent a question or query, the agent returns the answer autonomously.
Agents typically use service cloud, omni-channel, live chat, or field service to manage customer interactions efficiently.
It understands and processes information, communicates naturally with the users, and takes action to perform specific tasks.
As you enable and activate Agentforce, you will be able to use it within the Salesforce org for Salesforce users.
What does an Agent do in Salesforce?
AgentForce has everything we need to create AI agents that are accurate and reliable for business. Now, let’s see how AgentForce is used in Salesforce.
- Using AgentForce, we can summarize Salesforce records, such as opportunities, accounts, cases, and all standard and custom objects, by retrieving relevant data.
- These agents work alongside human employees to enhance customer experience and streamline business operations.
- We can also use AgnetForce to use pre-built email templates for interacting with customers.
- The agents are assistants who can autonomously perform tasks, make decisions, and interact with customers or the internal system.
- The AI agents understand and process information, communicate naturally with the users, and take actions to perform specific tasks.
- We can extend standard agent actions or build new agents in Salesforce according to business needs, enabling them to solve tasks specific to the organization.
- The Agentforce platform also allows partners to build and deploy agents and agent actions through App Exchange, which users can add to their org.
Employee or Internal Salesforce Agent
This agent is deployed on Salesforce’s internal platform, which helps users in their daily work and can be accessed from anywhere within the Salesforce org.
This is a type of global action available on various apps, such as sales, service, or any of the tabs. This global action is accessible,