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Understanding Agentforce and Generative AI for Salesforce Suites
Agentforce is a conversational AI solution that helps you manage business tasks, surface key insights, and prep for meetings. Use plain language to describe what you're looking for and Agentforce instantly pulls up the information you need. Generative AI is a set of tools that use your data to automatically create brand-new content, such as personalized emails and account summaries.
These AI tools are designed to be easy to use—you don't need to know how to write code or understand the complex math behind AI. You simply talk to it in plain language, just like you would a teammate. If you ask, "Summarize the Acme account." AI instantly pulls that information together into a simple summary, saving you the time of digging through records yourself.
For small and medium-sized businesses, where everyone wears many hats, Agentforce acts as a force multiplier that handles the repetitive tasks that eat up your day. Whether it’s summarizing a long history of customer emails before a big call or updating a customer’s new email across your records, Agentforce is there to help you make decisions faster and get more done. And because Agentforce is built directly into Salesforce Suites, it’s ready to hit the ground running the moment you turn it on—there's no complex setup holding you back.
By taking on the busy work, Agentforce enables you and your team to focus on what matters: building customer relationships and growing your business.
Delivered AI Tools for Salesforce Suites
This table describes the AI tools delivered with Salesforce Suites.
| AI TOOL | DESCRIPTION | AVAILABILITY |
|---|---|---|
Agentforce |
Conversational AI that enables you to chat with an agent in plain language. For example, if you ask, “What’s the current status of the Acme deal and how much is it worth," Agentforce identifies the sales stage and amount from specific Acme opportunities. |
Starter and Pro Suites |
AI Summary (Generative AI) |
Generates a summary of the information stored in a record page, such as Opportunity or Account. |
Free, Starter, and Pro Suites |
Draft with AI (Generative AI) |
Generates personalized emails for your customers and prospects, grounded in your secure data. |
Free, Starter, and Pro Suites |
Key Benefits and Highlights
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Boost productivity: Get help with time-consuming tasks like meeting preparation, drafting emails, and updating records.
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Actionable intelligence: Turn your data into quick, readable summaries to make faster, data-grounded decisions.
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Content creation: Automatically create brand-new content, such as personalized emails and customer summaries, grounded in your secure data.
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Conversational AI: Agentforce can understand plain-language requests and take action on business tasks, providing key insights.
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Trust and security: Built on the Salesforce Trust Layer to make sure that your private data stays private.
How Agentforce Gets Work Done
Agentforce is built using smart components, like machine learning (ML) and natural language processing (NLP), to make sense of your conversations, questions, or requests. Agents then process those requests by following your instructions so they can return responses that are grounded in your secure data. But there’s a bit more to it than that. Let’s take a closer look.
Agents and Generative AI
Think of Agents as the concierge of the Agentforce experience. It’s the AI personality built to handle specific tasks, like updating records or summarizing your accounts. Agents can understand and respond to inquiries, then take action. Agents are conversational and enable you to interact with them using plain language. You can access your agent using the Agentforce panel.
You can think of generative AI as your executive assistant and ghost writer. Generative AI tools can take your data and create brand-new content based on your direction. Imagine you have a lengthy customer file with two years worth of history. Generative AI is like an assistant who reads that entire stack of paper in one second and hands you a tiny sticky note that says, “This customer is happy, they spend a lot of money, and their favorite color is blue.” It turns a mountain of data into a quick, readable summary that is grounded in your secure data.
Salesforce embeds generative AI right into your record pages, delivering instant insights with AI Summary and elevating personalized emails to customers with Draft with AI.
For more information about agents and generative AI, see:
- What are Agents?
- About Generative AI
- Get AI-Generated Summaries of Accounts, Contacts, Leads, and Opportunities
- Draft or Revise Email
Chatting with AI
You interact with AI using prompts. Prompt is just a fancy word for instructions. Instead of writing code, you prompt AI by telling it in plain language, "Summarize Acme’s last three emails and tell me if they have any complaints." AI identifies the context, constraints, and tasks from your prompt and carries out actions based on those criteria.
Sorting the Details and Taking Action
The Atlas Reasoning Engine enables agents to identify the context, constraints, and tasks from your prompt, and carry out actions. In other words, the reasoning engine enables agents to think deeply and understand human intent, and take action within the flow of a conversation. Think of the reasoning engine as the brain behind every agent.
Actions refer to the individual tasks an agent performs to do a job. If the reasoning engine is the brain of an agent, think of actions as the motor neurons. They translate user intent (the thought) into concrete movement (the task), such as updating a record. For example, if a user asks, “I noticed that Sarah's email is wrong in the system. Change it to sarah.j@example.com," the agent calls the UpdateRecordFields action, which identifies the appropriate Contact record and automatically updates the Email field with the new address.
For more information about the Atlas Reasoning Engine and actions, see:
- How the Atlas Reasoning Engine Powers Agentforce
- Agent Actions
- Delivered Actions for Salesforce Suites
Ensuring Trust and Security
The Salesforce Trust Layer is Salesforce’s safety net. It makes sure that your private data doesn't leak out into the public internet or train other people’s AI.
For more information about the Salesforce Trust Layer, see Salesforce Trust Layer
Permissions Needed to Use Agentforce and Generative AI
These permissions are required to use Agentforce and generative AI:
EinsteinGPTPlatformEnabled org preference
EinsteinGPTSalesEmailsPref org preference
Admin user profile
General Users user profile
EinsteinGPTSalesEmailsPsl
EinsteinGPTSalesSummariesPsl
EinsteinGPTPromptTemplatesPsl
GenerativeAISummarizationPsl
EinsteinGPTSalesEmails perm set
EinsteinGPTSalesSummaries perm set
EinsteinGPTPromptTemplateUser perm set
EinsteinServiceInnovations perm set
