What is Agentforce and How Does It Work?

Look at this: 67% of customers feel frustrated when their problems aren’t solved right away. At the same time, sales reps spend 71% of their time on non-selling tasks like admin work.

Salesforce saw the problem and acted. They created Agentforce—a digital platform where humans and AI work together to improve efficiency and customer service.

What is Agentforce, and is it really worth the hype? In this article, I’ll explain what Salesforce Agentforce is, how it differs from traditional AI bots, and, of course, break down its pricing.

Prefer watching? Check out the video below for a quick Agentforce overview!

What is Agentforce? 

Salesforce Agentforce goes beyond basic AI bots. It’s an AI app that works on its own to handle specific tasks for your team and customers. You can use ready-made Agentforce agents that connect with your Salesforce data or build your own from scratch.

Source: salesforce.com

Each Agentforce agent has five main parts:

1. Role: The role explains what the agent does. It tells what tasks the agent needs to finish and what goals it needs to reach for your team.
2. Trusted Data: Trusted data is the information the agent uses to do its job. This could be company knowledge, CRM data, or external websites.
3. Actions: Actions are the tasks the agent can do based on triggers or commands. For example, it might run a flow, use a prompt, or execute Apex code.
4. Guardrails: Guardrails set the rules for what the AI agent can and can’t do. For example, if the issue is too complex, it might be passed to a human.
5. Channels: Channels are the places where the agent works. This could include your website, CRM, mobile app, Slack, and more.

Agentforce Business Cases

Here are real-world business cases showing how Salesforce Agentforce can be used:

1. Order and Shipping Updates
   Customers almost always want to track their orders. Agentforce provides real-time updates on order status and tracking. If there’s a delay, it notifies customers right away. It also helps with returns, exchanges, and refunds, guiding customers through every step.
2. Product Information and Recommendations
   Customers often ask about product availability, features, or pricing. Salesforce Agentforce answers their questions, highlights promotions, and suggests products based on their needs—helping them make better buying decisions.
3. Technical Assistance
   Tech issues are frustrating. Agentforce troubleshoots login problems, API errors, and connection issues. It also guides users through setup and keeps everything running smoothly.
4. Sales Support
   Agentforce AI agent makes sales easier by engaging with prospects anytime—day or night. It assesses their needs and determines if your products or services are a good fit. It also answers detailed questions, helping prospects make informed decisions.

Agentforce Agents

Source: salesforce.com

Agentforce comes with several pre-built agents. Let’s take a closer look:

1. Agentforce Service Agent
   This agent uses Salesforce CRM data to provide 24/7 customer support. It answers common questions in a natural, conversational way. For complex issues, it connects customers to the right human team.
2. Agentforce Sales Development Representative (SDR) Agent
   This AI agent engages leads by answering questions, handling objections, and booking meetings using CRM and external data. You can control how often it engages, which channels it uses, and when it hands off to a human. It works on platforms like SMS and WhatsApp and supports multiple languages.
3. Agentforce Sales Coach Agent
   Need to sharpen your sales team’s skills? This agent runs personalized role-play sessions using Salesforce data and generative AI. It helps sellers practice pitches and handle objections for specific deals.
4. Agentforce Personal Shopper Agent
   Think of this agent as a digital concierge. It works on eCommerce sites and messaging apps like WhatsApp, offering personalized product recommendations and answering customer queries.
5. Agentforce Campaign Optimizer Agent
   This agent manages the entire campaign lifecycle—from creating briefs and audience segments to crafting content and customer journeys in Flow. It tracks KPIs and suggests improvements around the clock.

Agentforce Agent Builder

One of the best things about Agentforce is that it helps teams streamline internal workflows by allowing you to create custom agents from scratch.

How? With Agent Builder, you can build custom agents using low-code and pro-code tools. Simply define topics, write instructions, and set actions using Salesforce tools like Flows, Apex, APIs, and prompts.

Agentforce Pricing

Now, the down-to-earth question: how much does Agentforce cost? Here’s the good news: getting started with Agentforce is free if you’re an existing Salesforce customer with the Salesforce Foundations update installed.

Salesforce Foundations is a free add-on for customers using the Enterprise, Unlimited, or Einstein 1 editions of Sales Cloud and Service Cloud. With it, you get 1,000 Agentforce conversations and leads at no extra cost. After that, the price is $2 per conversation.

I can guess what you’re thinking: “$2 per conversation? That sounds expensive, and it’s probably only for big enterprises.” Honestly, we thought the same thing at first.

But here’s the thing—if you want to see the real numbers, I recommend trying out Salesforce’s Agentforce ROI Calculator. It shows how much your business can save in Sales, Sales Enablement, and Customer Service over a 3-year period. You might be surprised by the results.

Source: salesforce.com

Final Thoughts

Agentforce is set to become Salesforce’s flagship product in 2025, and for good reason. It brings together AI and automation to streamline workflows, improve customer service, and boost sales efficiency. With 1,000 free conversations, it’s definitely worth trying—especially if you want to see how it can impact your business firsthand.

And remember, ENWAY is here to help with your Agentforce implementation, even if you’re not sure where to start.

👉 Click here to learn more about Agentforce implementation with ENWAY.