Get to Know Agentforce Service Agent

Agentforce is a platform that includes tools for creating, customizing, and testing AI agents. AI agents are goal-oriented, autonomous AI applications that perform tasks and business interactions. They can initiate and complete a sequence of tasks, handle natural language conversations, and securely provide relevant answers drawn from business data. Agents adapt and improve with each interaction. For more information, see What Are Agents?.

Agentforce Service Agent (ASA) is a type of AI agent that specializes in service use cases. It can support customers on messaging channels, process incoming cases, and resolve common inquiries. Similar to Einstein Bots, ASA can also transfer complex or sensitive conversations to live service representatives.

ASA leverages other features to complete tasks, including Messaging, Omni-Channel, Prompt Builder, and Agentforce Data Library.

Messaging and Omni-Channel

Similar to enhanced Einstein Bots, you can add Agentforce Service agents to enhanced messaging channels and route conversations with Omni-Channel flows. Add an AI agent to your website or mobile app with Enhanced Chat. With a WhatsApp, Facebook Messenger, LINE, Apple Messages for Business, or SMS channel, you can support customers in a familiar setting. And you can use an external messaging service with Bring Your Own Channel (BYOC).

Prompt Builder

AI agents and other generative AI features use prompt templates to complete tasks and generate high-quality responses. Prompt templates are reusable, use case-driven prompts that you can create, test, and manage in Prompt Builder. To include information that changes to prompt templates, such as customer names, contact information, and product prices, you can add merge fields to your template. You can also add flows and Apex to prompt templates.

Agentforce Data Library

With retrieval augmented generation (RAG), AI agents can securely search for, retrieve, and ground responses in your Salesforce data and other relevant information. Add data sources and RAG to AI agents easily with Agentforce Data Library. Data libraries include key elements for RAG, such as a vector data store, search index, and retriever. You can add data sources, such as your knowledge base and files, to your data library without leaving Agent Builder. If you want to fine-tune RAG solutions for your use cases, customize RAG elements in Data 360 and Einstein Studio.