What Is Salesforce Agentforce and How Does It Work?

Fragmented workflows exhaust teams, drain budget and stifle growth opportunities. When your sales team tracks leads in one app, your service agents handle cases in another, and your marketers chase analytics in a dozen more, every tab switch steals margin.

Working with Routine Automation, a certified Salesforce partner as a service provider, solves that problem. Our dedicated integration experts bridge the gaps between disconnected tools, connecting your CRM, to the apps that teams use every day. More importantly, we’re helping companies to automate more routine tasks than ever before, with Agent force – Salesforce agentic AI workflows.

Whether you’re building a dedicated Salesforce agent from scratch, or embedding a pre-built model from the Agentforce platform into your toolkit, we’ll help you boost your return on investment.

Our experts say: “The moment an agent takes over the copy-paste chores, managers reclaim hours and profits” Here’s your guide to Agentforce, and how it can address the biggest challenges your business (and team members) face. 

What is Salesforce Agentforce?

Salesforce spent two decades wiring CRMs, clouds, and APIs together. For your Sales force, agent force is the next iteration of Salesforce’s strategy to bring AI into the modern workflow. 

This platform allows organizations to build and deploy fully autonomous agents into business functions. Building on top of Einstein 1 (the native Salesforce AI platform), this platform inherits the data model, security, metadata, and role hierarchies you’ve already set up in Salesforce.

Companies can build and manage agentic AI solutions with out-of-the-box templates and familiar Salesforce features – without starting from scratch. 

At the heart of this platform is the “Atlas Reasoning Engine” which can mimic how humans think, setting goals and deciding which steps matter most in a workflow. Agents built with this engine can act by calling Flows, or Apex workflows and APIs, and learn from every result, thanks to retrieval-augmented generation, connected to the Salesforce Data Cloud.

Agentforce Explained: An Example

Agentforce agents aren’t standard chatbots. A chatbot can answer one question at a time – an agent can classify a case, draft a follow-up email, schedule a service appointment, and update the account analytics- all without a human nudge. 

At Routine Automation, our team of Salesforce-certified consultants, have packaged templates, guardrail libraries, and industry data kits all designed to help clients to set up production-grade agents in days – while bridging the gaps between their available tools. 

Agentforce AI: Benefits for Business 

Each Salesforce agent, created with Agentforce AI introduces a new opportunity for companies to align data, boost efficiency, and improve customer experiences. In fact, Futurum Research found organizations that tap into Agentforce benefits can accelerate return on investment by five times, and achieve 25% higher lead conversion rates. 

Overall, Agentforce helps companies to:

Automate Routine Tasks

The biggest benefit of Agentforce is end-to-end automation – particularly when your Salesforce agents are aligned not just with Salesforce tech – but your entire ecosystem. Agents can call on APIs to automate multi-stage tasks, from engaging with prospects 24/7, to updating data. 

For instance, an agent could identify an issue surfaced by a customer, look that customer up in your CRM, suggest a resolution, update the ticket status, and even route tasks to a human employee, all without human input. That saves significant time and resources for teams. 

Improve Customer Experiences

Agentforce agents help companies deliver faster, smarter support. They can tap into CRM details and other data to personalize every interaction instantly – across channels. These agents can also handle more requests than your standard chatbot, from booking appointments, to issuing returns. 

With Agentforce, companies like OpenTable are automating up to 73% of web-based restaurant queries – delivering answers to customers faster, and saving human agents crucial time. 

Boost Productivity

The average team wastes a lot of time on routine tasks – updating records, summarizing conversations, and checking in with team members. Agentforce AI solutions can automate all of this, while also supporting team members with their day-to-day workflows.

Agents can surface information about customers for agents in real-time, offer suggestions on how to solve a problem, and even connect the dots between sales, marketing and product data and analytics. Employees get the information they need to make intelligent decisions faster. 

How Does Salesforce Agentforce Work? 

Within SDFC, Agentforce connects to all of the components of the Salesforce ecosystem to streamline and automate tasks. You can get a basic idea of how it all works with this video:

Each Salesforce agent you create (within the Agents section of the platform) is connected to:

Topics and Actions: Configuring Agents

As you’ll see in this official Agentforce guide, designing an agent simply starts with enabling Einstein – the foundation of Salesforce AI. From there, you’ll visit the Agent Studio, where you can either select an option from a list of pre-built agents, or build an agent from scratch. 

Agents rely on a few things, starting with Topics and Actions. 

Agentforce allows you to add various instructions for your agent at this stage:

Once you choose a “Topic” for an agent, you’ll head into the “Actions” section, where you assign agents modular skills.

RA keeps a library of resuable actions companies can access to create agents capable of virtually any marketing, sales, or customer service workflow. 

In the example of a customer service agent, you might give your bot the ability to Summarize a Record with an action:

Enabling Automation with the Agentforce Platform

Notably, companies can also take advantage of specific guardrails within the Agentforce Platform, to minimize risks. For instance, you could define escalation thresholds – e.g., sales discounts over 15 % require human approval.

Plus, Salesforce allows companies to expand what kinds of tools agents can tap into – outside of the Salesforce ecosystem. The Agentforce Partner Network is connected to 200 solutions, from Google Workspace, to Zoom scheduler topics, and beyond. 

Routine Automation ensures all of these integrations work seamlessly together, helping companies to create custom, secure, and compliant workflows for each agent.

How Businesses Use SFDC Agent Force to Transform Operations 

The Agentforce Commercial license might still be reasonably new – but companies are already taking advantage of the opportunities. At launch, Salesforce introduced hundreds of pre-built agents for sales, marketing, and customer service tasks, and shared a few early-adopter case studies. 

For instance, the AAA in Washington created an autonomous agent which answers customer support requests, updates clients on roadside assistance, and shares personalized product suggestions. 

Precina Health couples Agentforce with real-time wearable data. An agent monitors glucose readings and pings patients through an app when anomalies surface. Early alerts cut ER visits by 14%. 

Wiley, a leading publisher company, uses SF Agentforce and the Salesforce Service cloud to power multiple AI agents that support self-service workflows. The company says the solution has increased efficiency by 40%, and increased the ROI of its service cloud deployment by 213%. 

Part of what makes Agentforce so incredible is that companies don’t just have access to pre-built solutions – they can design systems that are tailored-made to their business needs.  

Key Sales Force Tools That Power Agentforce

What makes Agentforce for sales, marketing, and customer service teams so impactful, is the fact that it already integrates seamlessly with the full Salesforce ecosystem. Every agent pulls capabilities and data from systems like:

On top of that, Agentforce for marketing teams also connects with commerce and marketing cloud solutions, Mulesoft, API connectors, and more. This creates endless opportunities for new agent use cases.

Agentforce AI: Ready-to-Use AI Agents in SF 

All of these solutions are quick to deploy, making it easier to invest in Agentforce AI. Salesforce customers with limited time to dive into AI upgrades will benefit from a pre-built option.

Is It Possible to Create Your Own Solutions?

If you can’t find the perfect pre-built option for your Agentforce for service, sales, or marketing strategy – you can build your own. Salesforce offers the “Agent Builder”, as well as various developer tools designed to support companies with limited and advanced coding knowledge.

While there are low-code tools available (and a robust testing center for experimenting with bot performance), building agents can be tricky. Companies still need to bridge the gaps between their ecosystems, and constantly fine tune agent actions. 

Routine Automation helps here. We can guide you through the process of designing, developing, and optimizing custom CRM Agentforce solutions, specific to your business needs. With years of experience in the Salesforce ecosystem, we’ve learned how to create powerful agents that drive measurable results for companies in all industries. 

Scaling with SF Agentforce

Agentforce by Salesforce is the future of not just business automation – but process optimization. Whether you need to triage cases, close deals, or optimise campaigns, SF Agentforce supplies autonomous agents that think with your data, obey your rules, and grow with your strategy.

Routine Automation is here to help you make the most of this revolution. Our specialists translate all the power of the Agentforce ecosystem into customized digital solutions that deliver measurable results, without compromising on security and compliance. 

The future of CRM and marketing isn’t more dashboards; it’s a workforce of human-plus-AI agents driving predictable, scalable results. Let’s start building yours.