Basics
Agentforce uses this Salesforce platform feature to centralize case management, knowledge articles, and omni-channel routing for agents.
What is the Service Console (powered by Salesforce Service Cloud)?
Agentforce leverages this Salesforce AI capability to generate case summaries, suggest replies, and assist agents.
What is Einstein?
Agentforce integrates with this Salesforce product to handle customer inquiries across chat, phone, and digital channels.
What is Service Cloud?
This is the recommended first step when implementing Agentforce: start with a pilot or focus on one of these.
What is a use case (or process)?
This Salesforce feature ensures Agentforce users only see the data they are authorized to access.
What is Role-Based Access Control (RBAC) / Profiles & Permission Sets?
Agentforce provides this type of workspace that unifies customer context, cases, and AI-driven recommendations in one view.
What is the Agent Console?
When an agent receives a new customer message, this Einstein feature can auto-generate the first draft of a reply.
What is Einstein Reply Recommendations (or Generative AI for Service)?
When combined with this Salesforce product, Agentforce enables AI-driven responses for customers directly in digital self-service channels.
What is Experience Cloud (or Digital Engagement)?
Companies often measure Agentforce success using KPIs like First Contact Resolution, CSAT, and this metric that measures how fast agents close cases.
What is Average Handle Time (AHT)?
When deploying Agentforce AI capabilities, companies must comply with these types of regulations to ensure ethical and lawful data use.
What are data privacy regulations (e.g., GDPR, CCPA)?
These are the three core goals of Agentforce: reduce case handling time, improve accuracy, and increase this.
What is customer satisfaction?
Einstein’s case wrap-up summaries are designed to cut down this repetitive, time-consuming step for agents.
What is manual case documentation?
Agentforce can connect with this tool to streamline service workflows and automate e-signatures during case resolution.
What is DocuSign (via AppExchange integration)?
A retail company could use Agentforce to help agents provide product recommendations by combining CRM data with this type of model.
What is a predictive AI model (or recommendation engine)?
To maintain trust in Agentforce outputs, Salesforce recommends tracking and documenting these AI system aspects.
What are audit trails and model transparency logs?