Salesforce

Top 10 Features of Salesforce Agentforce You Must Know

Agentforce is Salesforce’s revolutionary low-code platform that helps businesses develop, customize, and deploy AI agents. Salesforce Agentforce automates this entire process to ensure your customer support and marketing team can resolve queries more swiftly.

The benefits of incorporating features of Salesforce Agentforce do not just end here. To know how Salesforce Agentforce can help your business flourish, read this blog till the end.

Noteworthy Features of Salesforce Agentforce

1. Knowledge Management

Salesforce Agentforce acts as a centralized repository of data. It stores all required information about the business, products, and services in its cloud storage, which is an important feature of Salesforce Agentforce.

The agents can easily access this knowledge base, answer lead and customer queries, and ensure seamless communication. The Salesforce Agentforce knowledge base can be easily updated, ensuring that the agents are always armed with accurate information at their fingertips.

2. Efficient Automation Tools

In-built AI automation tools are another important feature of Salesforce Agentforce, making it stand out from other chat bots and agents. With AI tools, Salesforce Agentforce makes understanding how it works simple and interesting. The AI agents help automate routine and complex tasks. This helps reduce manual workload, tracks errors more swiftly, and helps ensure more professional business-to-customer and lead communication.

With these, Salesforce Agentforce helps reduce the manual work pressure of agents and assists them in focusing and prioritizing other important tasks daily. This helps improve the work-life balance and time management of your team.

Salesforce Agentforce agents tend to resolve basic queries of customers and potential leads with the data their knowledge base holds. However, it relays only complicated queries or those which require special attention to human agents. Consequently, instead of manually responding to every trivial query, your customer service team can solely focus on the important ones.

3. Case Management

Professionally streamlining case management practices is another pivotal feature of Salesforce Agentforce. As stated earlier, Salesforce Agentforce agents assign only complicated queries to human agents for better resolution. To ensure this, the AI agent assigns each query to specific dedicated support engineers as per their skills and forte.

Furthermore, the Agentforce agents also closely track the states of issue resolution after assigning to ensure it is moving efficiently. This is crucial to help prevent bottleneck instances and improve customer satisfaction.

4. Analytics and Reporting

While understanding what is Salesforce Agentforce, you have come across its analytical and reporting skills with the help of AI. Salesforce Agentforce brings to the table advanced analytical features that help your team track performance.

This includes the time consumed to resolve cases. It also measures productivity and reports them with customer satisfaction scores. This is an essential metric for managers to make an informed decision for strategizing customer support plans for the future.

5. Omnichannel Support

Another noteworthy feature of Salesforce Agentforce is that it offers omnichannel support to customers and leads. With Salesforce Agentforce, you can keep track of the queries, feedback, and sentiments of customers and target audiences efficiently across diverse social media and e-commerce platforms.

Furthermore, the Agentforce agents can also help customers reach you instantly via Whatsapp Messenger or emails and resolve their queries. The AI agents can receive these queries in a single queue and address them efficiently ensuring nothing slips.

This helps reduce delay in communication and addressing customer inquiries which is a major issue of the conventional processes. Thus, omnichannel communication efficiency improves the brand image of your business and ensures transparency with customers.

6. Collaboration Tools

This is another crucial feature of Salesforce Agentforce that you must note.

Salesforce Agentforce integrates with tools such as Slack to facilitate smooth internal cooperation. Furthermore, Agentforce Agents also help in developing a collaborative work environment. To meet this end, Salesforce Agentforce contributes to a much more supportive environment by encouraging smooth communication among employees across team members.

7. Natural Language Processing

With the help of generative AI, Salesforce Agentforce efficiently comprehends customer queries. It further responds by carefully understanding the context and also in natural language mimicking human conversations. This helps maintain a professional and personal touch to the responses which is essential to paint a positive brand image among the customers about your business.

8. Helps in Efficient Decision Making

As Salesforce Agentforce agents keep track of customer queries and resolution patterns, they also develop them as comprehensive reports to understand the periodic progress of your team. Furthermore, this stored record and knowledge base also provide the team with AI insights.

These act as crucial features of Salesforce Agentforce to help managers with efficient decision-making processes.

9. Faster Deployment

Setting up Salesforce Agentforce is not at all rocket science. You can set them up in no time leveraging service-specific templates and existing workflows. This also eliminates the need for writing dialogues, managing conversation trees, defining intent, and other important functions right from scratch.

10. Grounded in Trusted Data

This is another crucial feature of Salesforce Agentforce that you must note. Salesforce Agentforce devises its insights on reliable sources like knowledge articles and CRM data. The Trust Layer processes all LLM interactions of Salesforce Agentforce on the Einstein 1 platform. It is essential to keep customer data secure.

Bottom Line

These features of Salesforce Agentforce help the platform interpret human language, analyze data, and customize insights to ensure efficient communication with customers and potential leads.

To know more about the perks of integrating Salesforce Agentforce into your business, schedule a meeting with our Salesforce experts right away!

Frequently Asked Questions

How is Agentforce different from Copilot?

Salesforce Agentforce brings to the table the provision to develop and custom AI agents for specific tasks only such as communication with leads and customers. However, with Copilot, you can develop codes within development environments.

Does Agentforce need a data cloud?

Data Cloud and Salesforce Agentforce work together to store updated knowledge about your business and customers from related platforms. Agentforce can utilize this information to answer customer queries easily.

What are a few benefits of Salesforce Agentforce?

Better customer experience, enhanced productivity, lesser operational cost, higher scalability, and increased collaboration opportunities are the few benefits of Salesforce Agentforce.

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