Salesforce Agentforce Features

Supports configuration using natural language instructions.

Allows users to customize the tone of agent.

Enables definition of clear security guardrails for agent actions.

Protect APIs from threats using authentication, access control and encryption

Protect sensitive data for digital privacy

Verify the identity of users/devices to enable secure access

Provides support across web, mobile, messaging apps, and other channels.

Allows customization of agent branding, including visual appearance and conversational style.

Equips agents with proactive response capabilities based on predefined triggers.

Facilitates seamless escalation to human employees for complex issues.

Supports various file formats

Processing different types of input like text, voice, images etc.

Provides analytics and reporting on agent performance and interactions.

Offers agents the ability to maintain contextual awareness across interactions.

Ensures compliance with data privacy and governance requirements.

Automates workflows and actions based on agent responses.

Allows the use of APIs for advanced agent configuration.

Enables interoperability with multiple platforms for unified experiences.

Allows integration with CRM data to ground agent responses in business context.

Set up connections to third-party platforms to improve business processes

Allows users to automate responses to sales leads across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

Allows users to automate the process of generating and qualifying sales leads.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

Allows the AI agent to identify and resolve issues without user intervention.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to schedule and automate follow-ups based on prospect engagement.

Provides users the ability to prioritize outreach efforts based on lead scoring or engagement metrics.

Enables the AI agent to automate outreach across multiple channels, such as email, SMS, and social media.

Allows the AI agent to tailor outreach messages based on customer profiles or past interactions.

Allows users to track and analyze the effectiveness of automated outbound campaigns.

Allows the AI agent to enhance inbound lead profiles by gathering additional information from external sources.

Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Enables the AI agent to respond instantly to inbound inquiries, improving response times.

Enables the AI agent to assess inbound leads and determine their sales readiness.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Retrieves information from integrated enterprise systems in response to conversational queries

Identifies user intent and maps requests to predefined system actions, queries, or workflows

Initiates tasks, processes, or system workflows based on interpreted user requests

Interprets user requests expressed in natural language to identify intent and relevant entities

Maintains dialogue continuity across multiple messages to support contextual back-and-forth interactions

Enables users to interact with agents through chat, messaging platforms, or voice commands

Maintains contextual information across interactions to support coherent multi-turn conversations

Adjusts responses and available actions based on the user’s identity, role, and system permissions

Connects conversational agents with enterprise systems such as CRM, ERP, ITSM, or collaboration tools

Enforces authentication, authorization, and governance policies for conversational interactions

Track revisions and updates made to files and navigate between different versions

Manage a growing amount of work to meet increased demand without compromising performance

Adjust communications based on previous interactions or personal preferences

Automatically retrieve and pull information from documents, websites, images, data sets, and other sources

Event-driven HTTP callback that automatically sends real-time data between applications

Application programming interface that allows for integration with other systems/databases

Process and analyze human language in text or audio form

Automatically switching to secondary AI model(s) during failure or hallucinations

Assemble applications and processes by dragging over and arranging pre-built components

Ability to interact with various large language models, such as GPT-4, Claude 3, Gemini, Llama 3, and more

Chatbot or AI assistant that answers queries and provides recommendations within an application

Execution of software tests by leveraging automation tools

Collection of processes, policies, and standards to manage the storage & usability of enterprise data

Provides a channel for team members to share media files, communicate, and work together

Pre-defined templates within a library for common cases such as contracts, websites, emails, and more

Designing how agent will communicate, take decisions and behave in different scenarios via flowcharts, scripts, or visual editors

Artificial neural networks using multiple layers of processing are used to extract progressively higher level features from data.

Process of testing an ML algorithm by feeding it training data to learn from

Tools for the systematic analysis of various types of data or statistics

Allow users to access multiple services after entering their login credentials once

Detect and remove errors

Manage the processes involved when making the application ready for use

Managing and resolving errors that occur during program execution to maintain stability

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Train your system to interpret and transcribe voice messages

Track and manage adherence to policies for any service, product, process, or supplier

Store, manage, and track all electronic documents in a centralized location

Completes tasks independently without constant human intervention

View and track pertinent metrics to find patterns and gain insights from data

Categorize emotions expressed and identify if they are positive, negative or neutral

Maintain security, compliance, and data privacy protocols for all interactions

Protect sensitive data for digital privacy

Addition of necessary external data, applications, tools, or features

Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority.

Autonomously executes tasks such as scheduling, refunds, and renewals by integrating with external systems and APIs.

Allows the AI agent to tailor outreach messages based on customer profiles or past interactions.

Process and analyze human language in text or audio form

Utilize NLP or speech recognition to understand conversational requests and provide accurate, context-aware responses

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Track interaction history by documenting conversations for contacts

Ability to learn and adapt from interactions with environment and data, and to model varying behavior over time.

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Integration with third-party CRM systems

Allow users to design the agent's trusted role, tone, and capabilities to suit specific sales workflows

Support outbound and inbound sales processes autonomously while ensuring high-quality lead engagement

Allows the AI agent to schedule and automate follow-ups based on prospect engagement.

Manage the process of attracting and converting business prospects into leads

Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context.

Allows for businesses to run a variety of different campaigns across different channels

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows users to track and analyze the effectiveness of automated outbound campaigns.

Allows users to automate responses to customer inquiries across various channels.

Allows the AI agent to identify and resolve issues without user intervention.

Automatically handle routine, repetitive tasks and processes without the need for manual intervention

Provides users the ability to prioritize outreach efforts based on lead scoring or engagement metrics.

Send and receive messages in real-time via an online communication channel

Allows users to automate responses to sales leads across various channels.

Combines data from internal sources with disparate data from other internal systems or external sources

Interprets what a user is doing based on context and helps guide them through the process.

Record and track all relevant internal and external communications

Copy on the page or chat window encouraging the user to engage with the chat option

Track, manage, or resolve user requests and IT incidents/issues

Score a lead on their quality or likelihood to buy based on certain behaviors

Automate processes to manage leads, contacts, opportunities and sales activities