Unlocking the Power of Agentforce: Why This Salesforce Innovation is a Game Changer

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I don’t know about you, but I haven’t been able to scroll through my LinkedIn feed for long lately without seeing a post about Agentforce – the initial buzz from Dreamforce has not worn off and people are truly excited about this major Salesforce innovation.
So why the excitement? What is so special about Agentforce? And why should you read another post about Agentforce? Well, Lirik has a unique perspective on Agentforce – keep reading to learn what’s behind the buzz and what Agentforce is really all about.
The Evolution of AI and Chatbots
Nearly every website I interact with has a Chat or Chatbot feature enabled. It’s ultra-convenient – until you actually start a chat and encounter an often-frustrating experience that leaves you wanting to talk to an actual human.
The Atlas Reasoning Engine
So what makes Agentforce different from a Chatbot? Let’s get a little technical here.
ChatBot technology, especially within Salesforce, relies upon Prompts to guide your Bot on question handling. If there is no specific Prompt built to address the line of questioning, the Bot will not be able to answer the query or will answer in a confusing manner.
The difference with Agentforce lies in its reasoning engine – called Atlas – which allows it to work out responses based on Prompts, but also based on Large Language Models (LLM’s) that can analyze and understand context and provide actual reasoning to its response or action.
Salesforce provides a sophisticated LLM out-of-the-box, but also has the framework in place for an Agent to work with any LLM you might want to connect (BYOM – Bring Your Own Model). Additionally, you can provide natural language instructions to your Agent and ensure that the Agent always replies using natural language – no more clunky Bot responses.
This Salesforce Blog has a great diagram that shows that components of the Agentforce framework:
Diagram: The Salesforce Platform components for building agents and AI applications
We can see in this diagram that the architecture also allows Agents to perform actions, meaning they can be more proactive and autonomous than a traditional Bot. The conversation doesn’t end when you get your answer from the Agent – the Agent can action the conversation via Flow or Apex to trigger an actual result.
All of this comes with the Trust layer that Salesforce customers rely upon. Salesforce data and any confidential customer data remain in the system of record with zero-copy retention; if you don’t want your Agent to access or action certain data, it will defer to a human and follow your business process exactly as you intend.
Specialized Agents for Unique Use-Cases
One aspect of Agentforce which is especially exciting is the specialized Agents available for different use-cases. We often want a different tone and response cadence for an existing client vs a lead, and Agentforce allows us to build these different Agent experiences easily.
This isn’t just about straightforward Sales and Support – imagine calling your Doctor’s office and speaking to a live Agentforce Agent who can find your next appointment date (thanks to Data Cloud exposing the Electronic Medical Record appointment data within Salesforce) and let you know that you have a blood test coming up; the reminder to be fasting for your blood test is sent automatically via SMS or email. What a difference in experience, and what a shift in productivity and patient success!
This is the vision of Agentforce and the reason so many Salesforce enthusiasts are excited about the far-reaching potential of the product.
So How Do I Get Started?
Ok, I have you convinced! Agentforce sounds great – so how do you get started, and how can you be prepared in anticipation of the general availability of Agentforce on October 25?
The Lirik POV on this topic is clear – there is background work to do before simply enabling an Agentforce Agent and expecting it to have a positive business impact.
It all starts with your data. With Data Cloud and connected data sources being the backbone of Agentforce, now is the time to start thinking about the quality of your data, the systems in which your data resides, and how to activate that data. We can see Salesforce’s commitment to the power of data with their recent acquisition of ZoomIn – giving Data Cloud even more ability to unlock unstructured data and empower AI Agents with additional context.
Ultimately, the best way to get started with Agentforce is to work with a trusted Salesforce Partner that can help you on your journey with AI, Data and Agentforce.
Get in touch with Lirik for an AI readiness assessment, where we can provide the information you need on the current health of your system, and your AI and Agentforce readiness, within a 1-2 week timeframe.
Lirik is also developing QuickStart and accelerator programs for getting started with Agentforce. Follow us on this channel for additional details as Agentforce becomes generally available later this month.
To Conclude
Agentforce is one of the most exciting innovations from the Salesforce product team that we’ve seen in the last 5 years. Lirik is ready to work with our clients to ensure that this innovation is well utilized and has a positive business impact as quickly as possible.
Authored by: Rachel Cappe, Director of Sales Consulting, Lirik.
Lirik empowers businesses to seize global opportunities with top-tier CRM, ERP, and data solutions. We combine startup agility with enterprise maturity, delivering personalized experiences, operational excellence and transformative growth.
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