You are here:
About AI Agents in Agentforce Operations
AI agents complete specialized tasks with consistent inputs, repeatable results, and clear operational boundaries. Learn what AI agents are, how to use them, and how they behave at run time.
Required Editions
| License Required |
|---|
This feature is a workspace that’s external to your Salesforce org and requires an Agentforce Operations license. To purchase an Agentforce Operations license, contact your Salesforce account executive. |
What AI Agents Are
You can assign tasks to AI agents and they perform focused business operations in your workflows. They process the task context and provided inputs, then return outputs based on their configured purpose.
When you assign a task to an agent, the agent analyzes the requirements and builds a plan to achieve the result. After the agent sets its plan, the agent follows it every time the task runs, which gives you predictable and consistent results.
Use agents for repeatable and rules-driven work, especially when the task result depends on structured data, attached documents, and clear completion criteria.
How to Use AI Agents
- Choose the right agent for the task. Define a clear objective and select the agent that matches it. For a list of available agents and their requirements, see AI Agents Catalog for Agentforce Operations.
- Configure the task. Assign the agent and provide required fields, documents, and shared information from prior tasks. See Assign a Task to an AI Agent in Agentforce Operations.
- Test the task and review the plan. Use the Test tab to run the agent and review the plan it generates. The plan defines the exact steps that the agent follows on every workflow run. See the How the AI Agents Plan Their Work section in Get AI Agent Tasks Ready for Run Time in Agentforce Operations.
- Lock the plan by publishing the blueprint. After it's published, the agent follows the same plan every time. You can't publish a blueprint if an AI agent task is missing a saved plan. See the Locking an AI Agent's Plan section in Get AI Agent Tasks Ready for Run Time in Agentforce Operations.
- Review output and handle exceptions. Check results in the task activity pane and route any exceptions to a human co-assignee or fallback assignee. See Add a Human Reviewer to an AI Agent Task in Agentforce Operations.
Agent At Run Time Behavior
After the task starts, the agent begins work immediately. Most tasks complete in under a minute. Use the task activity pane to review the full history.
If the agent encounters an error, there are several different paths the agent can take.
- If the task doesn't have co-assignees or fallback assignees, the agent reports a problem on the task.
- If the task has a human co-assigned, the agent doesn’t complete the task. The human assignee takes over.
- If the task has fallback assignees configured, the task gets reassigned to the fallback users.
