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Agentforce: Using Custom Agents on Salesforce Record Pages

Publish Date: Nov 3, 2025
Description

Agentforce provides two main categories of agents:

  1. Standard Agents: Pre-built agents with relevant topics and actions, designed for common business scenarios. Examples include:

    • Agentforce for Employees: Helps employees access internal information, summarize relationships, forecast revenue, and perform record-level tasks.

    • Agentforce Sales Development Representative (SDR): Supports sales teams with lead engagement, task automation, and meeting scheduling.

    • Agentforce for Setup: Helps find documentation and customize your Salesforce org with low-code prompts.

    • Agentforce Service Agent: Designed for external customers, providing answers, personalized interactions, and escalation paths.

  2. Custom Agents: Created when your use case isn’t covered by a standard agent. Using natural language prompts, Agentforce can auto-generate relevant topics and instructions for the custom agent.

Behavior on Record Pages:

  • Employee Agents can access Salesforce records and perform record-level actions. Only Employee agents are invoked on record pages such as Opportunity, Account, or Case.

  • Service Agents are intended for external users and do not have access to internal records. These agents cannot be invoked from Salesforce record pages.

Resolution

To enable record-page functionality:

  1. Modify the Default Employee Agent (Einstein Copilot):

    • Add the required custom topic and custom action to the Employee agent.

    • Activate the agent.

    • Verify functionality on record pages (Opportunity, Account, Case).

  2. Create a New Custom Employee Agent:

    • Configure a new Employee-type agent with desired topics and actions.

    • Employees can select which Employee agent to invoke from record pages.

    • Note: Additional Employee agents may require new licenses.

Key Notes:

    • Service agents are not designed for internal record-page use, this is by design.

    • Employee agents must be used for tasks that involve Salesforce records.

Knowledge Article Number

005227986

 
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Salesforce Help | Article